Job Description
Purpose - Broad objective of the role
Ensuring cases attempted within TAT and retained.
Comprehensive & correct closure of SR's tagged from both Inbound & Outbound on churn.
Complaints Escalations Audit Reports to be contained and continuously improver
Increase in C-SAT of SR's closed.
To Monitor churn across all channels and meeting targets of Retention for both Post-paid & Prepaid (P&G Segment).
Conducting outdoor activities for customer engagement programmes like Let's Meet, Service Camp &FGD.
To Map Productivity and Team efficiency across all retention processes.
Vendor Management & Adherence to SLA.
To Rollout and maintenance of New Processes.
To initiate to improve processes.
Cross functional co-ordination for retention tools.
Key Responsibilities
- PO governance
- MACD updates
- SDWIP tracker & follow-up to ensure better revenue realisation & forecasting SD on hold to WIP conversion thus ensure quicker deliver & faster revenue realisation
- Numbers reporting & forecasting & publishing dashboard on performance
- Track on SFDC hygiene & reporting back to CSM team
- Account related information and managing the repository, data reporting with different cuts for management
- IRT track for better resolution to recover faster money from the customer
- All new initiatives that various functions want from CSM or sales - the role would be one point of contact checking the relevance & necessity
- There are various tracks from Marketing, Assurance, and SOC & NOC teams which come in ad-hoc. This role will be screening it, and if necessary executing it as well
- Creating a KPI dashboard with performance update on all KPI
Job Segment: Project Manager, Technology
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